Senior Associate, Client Service & Operations

About the Role

• Understand each stage of the registry administration lifecycle applicable to an unlisted fund.
• Understand the client and the client's business goals and objectives.
• Understand the processing checklists and business rules per fund and issuer.
• Handling of operational client escalations.
• Training of team members.
• Responsible to assign work in the Team Leader's absence.
• Professionally liaise/respond to investor, adviser and client queries and task escalations in a timely and accurate manner per agreed Service Level Agreements.
• Process validation, batching and data entry of applications, transfers, static transfers and redemptions in line with process requirements and Service Level Agreements.
• Report all client incidents or complaints in a timely manner via CAMMS.
• Aid in the peer review of reports prior to client and pricing agent release.
• Work with the Team Leader to develop checklists that are fund specific that will assist fellow Client Services Associates.
• Ensure compliance with Boardroom's policies, procedures and audit processes.
• Complete validation for Anti-Money Laundering and Politically Exposed Persons as required.
• Complete validation for Wholesale and retail investors as required.
• Ensure accurate input of client/security holder data into SREG in relation to static changes and Off Market Transfers as per AML, FATCA, Mfund requirements and Unlisted Requirements.
• Daily processing of applications via Mfund, online application or Calastone systems.
• Daily downloads of BPAY payments to relevant funds as required.
• Daily bank reconciliation of funds received and banked.
• Daily, weekly or monthly reporting of applications and transfers.
• Upload, entry and authorization of unit pricing.
• Create and process payments for redemptions or commissions.
• Proactively identify and suggest improvements to processes, tools, or workflows to enhance team efficiency and contribute to overall company performance.
• Manage any rejections and follow-up where necessary using email or other correspondence tools.
• Investigations for investor or client enquiries including recalling documents from storage and system searches.
• Provide support, guidance and back up to other team members as required.
• Work closely with other team members to ensure all daily deadlines are met to the highest standard.
• All Platinum services are to delivered d to a high standard within the agreed timeframe.
• All matters concerning potential issues with Platinum service delivery are to be escalated to your Manager immediately.
• Ensure cross departmental communication to other departments is maintained at a standard to ensure all stakeholders are briefed in relation to Unlisted operations.

Requirements

• Operational experience in funds management, registries or the financial services sector.
• Intermediate/Advanced Microsoft Excel, MS, computer skills.
• Excellent customer service, verbal and written communication skills.
• Excellent time management, problem solving skills and the ability to work under pressure.